yousef khalid
@yousefkhalid
I lead Tier 2 Trust & Safety operations for complex risk decisions, escalations, and workflow improvement.
EgyptWhat I'm looking for
I lead Tier 2 Trust & Safety operations at Teleperformance on a global platform account, directing complex cases, high-risk escalations, and ambiguous policy decisions.
After starting as a Content Moderator in February 2023, I advanced to Subject Matter Expert within 10 months and moved into Tier 2 leadership in early 2025. I use risk-based judgment to maintain policy enforcement quality, accuracy, and SLA performance.
I monitor SLA, quality, accuracy, and throughput through Excel, dashboards, and AI-assisted tools, turning operational trends into targeted workflow improvements.
I work closely with Quality, Training, WFM, and Real-Time Management while coaching frontline teams, strengthening SOPs, knowledge resources, escalation protocols, and daily execution.
Experience
Work history, roles, and key accomplishments
Lead Tier 2 operations, providing strategic direction on complex cases, high-risk escalations, and ambiguous policy interpretation. Monitor and manage key operational metrics, coordinate corrective actions, and partner cross-functionally to optimize daily execution.
Education
Degrees, certifications, and relevant coursework
Pharos University
Bachelor's Degree, Dentistry
Pursued a Bachelor's Degree in Dentistry at Pharos University, Faculty of Dentistry.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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